Customer Service Representative

Seeking a motivated and customer-focused Customer Service Representative to join its growing optical laboratory team. This is a temp-to-permanent opportunity for someone who enjoys working with customers, solving problems, handling multiple priorities, and working in a fast-paced environment.

The Customer Service Representative will be responsible for answering customer calls, entering and processing orders, troubleshooting issues, handling billing and invoicing, responding to customer inquiries, and ensuring a positive customer experience.

• Answer incoming customer calls and provide professional, courteous, and timely assistance.
• Enter new customer jobs and orders accurately into company systems.
• Process customer orders efficiently while minimizing errors.
• Respond to customer questions, complaints, and concerns through phone, email, and chat.
• Troubleshoot customer and order-related issues and provide appropriate solutions.
• Maintain a positive, empathetic, and professional attitude during every customer interaction.
• Follow established customer care processes and standards.
• Strive for one-call resolution and ensure 100% follow-through on customer commitments.
• Document customer complaints and concerns accurately and facilitate appropriate resolution.
• Communicate promotions, products, and additional services when appropriate.
• Develop strong knowledge of Cherry Optical's products, services, systems, and procedures.
• Redirect customers to the appropriate department or team when necessary.
• Follow up with customers regarding open questions, complaints, or service issues.
• Collaborate with internal teams and other departments to ensure customer and product satisfaction.
• Assist with invoicing and billing-related activities.
• Communicate effectively with the Customer Service Supervisor, Manager, and other leaders.
• Participate in team meetings, training, and ongoing professional development.
• Maintain required attendance and comply with company attendance policies.
• Perform other duties as assigned by management.

• High school diploma or equivalent.
• Strong customer service and communication skills.
• Ability to type and confidently use a computer.
• Ability to multitask and manage multiple customer requests simultaneously.
• Strong initiative and motivation.
• Reliable attendance and punctuality.
• Ability to work effectively in a fast-paced environment.
• Strong attention to detail and accuracy.
• Professional and positive attitude.
• Ability to communicate effectively with customers and internal teams.

• Previous experience in an optical laboratory or optical industry.
• Previous call center or customer service experience.
• Experience handling customer orders, billing, invoicing, or order entry.
• Comfortable communicating with customers by phone, email, and chat.
• Enjoys working with and helping people.
• Strong problem-solving and troubleshooting skills.